NEC Neax2000 Ivs Acd Mis System Manual

							ACD-MIS TERMINAL USER GUIDE
NDA-30094 APPENDIX A
Page A-1
Revision 1
APPENDIX A ACD-MIS TERMINAL USER GUIDE (Real Time Statistic Screen)
LOG ON (Multiline Display Terminal)
With telephone idle and handset on hook:
Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your extension number.
Log On/Off key LED is dark.
Press Log On/Off key. Log On/Off key LED flash red at 120 ipm.
LCD display shows “Enter ID:”
Dial ID number followed by #.
Terminal chimes twice. Log On/Off LED is green. The  terminal displays “LOG ON” momentarily.
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
LOG ON (Single Line and Multiline Non Display Terminal)
With telephone idle and handset on hook:
Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your extension number.
Lift handset. If using headset with non display terminal, press Headset/Handset key. 
Note 1
Receive dial tone and dial Log On/Off Feature Access Code.
Receive Feature Dial Tone and dial ID number, followed by#.
Receive Feature Set Tone.
Replace handset. If using headset with non display terminal, press Headset/Handset key. 
Note 1
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
ANSWERING ACD CALLS (Calls Directed at Pilot of ACD Group)
Receive incoming ring signal:
Real Time Statistic screen on MIS PC shows “ACD RINGING” with your designation and extension num-
ber.
Lift handset. If using headset with display or non display terminal, press Headset/Handset key. 
Note 1
Converse
Real Time Statistic screen on MIS PC shows “ACD CALL” with your designation and extension number.
ANSWERING NON-ACD CALLS (Calls Directed at Available Agent Station)
Receive incoming ring signal:
Real Time Statistic screen on MIS PC shows “NON ACD” with your designation and extension number.
Lift handset. If using headset with display or non display terminal, press Headset/Handset key. 
Note 1
Converse
Real Time Statistic screen on MIS PC shows “NON ACD” with your designation and extension number. 
						

							APPENDIX A NDA-30094
Page A-2
Revision 1
ACD-MIS TERMNIAL USER GUIDE
BREAK MODE (Multiline Display Terminal)
SET
With no call in progress:
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
Break key LED is dark.
Press Break key. Break key LED flash red at 120 ipm.
Terminal chimes twice. Break key LED flash red at 60 ipm. The Terminal displays “BREAK” momentarily.
Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.
BREAK MODE (Multiline Display Terminal)
SET
With call in progress:
Real Time Statistic screen on MIS PC shows “ACD CALL” with your designation and extension number.
Break key LED is dark.
Press Break key. Break key LED flash red at 120 ipm.
When finished conversing, replace handset. If using headset, press Headset/Handset key. 
Note 1
Terminal chimes twice. Break key LED flash red at 60 ipm. The terminal displays “BREAK” momentarily.
Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.
BREAK MODE (Single Line and Multiline Non Display Terminal)
SET
With no call in progress:
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
Lift handset. If using headset with non display terminal press, Headset/Handset key. 
Note 1
Receive dial tone and dial Break Feature Access Code.
Receive Feature Set Tone.
Replace handset. If using headset with non display terminal press, Headset/Handset key. 
Note 1
Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.
BREAK MODE (Single Line and Multiline Non Display Terminal)
SET
With call in progress:
“Not Allowed” (If this capability is needed, a Multiline Display Terminal must be used.)
BREAK MODE (Multiline Display Terminal)
CANCEL
Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.
Break key LED flash red at 60 ipm.
Press Break key. Break key LED flash red at 120 ipm.
Terminal chimes twice. Break key LED goes dark. The terminal displays “AVA I L A B L E” momentarily.
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number. 
						

							ACD-MIS TERMINAL USER GUIDE
NDA-30094 APPENDIX A
Page A-3
Revision 1 BREAK MODE (Single Line and Multiline Non Display Terminal)
CANCEL
Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.
Lift handset. If using headset with non display terminal press, Headset/Handset key. 
Note 1
Receive dial tone and dial Break Feature Access Code.
Receive Feature Set Tone.
Replace handset. If using headset with non display terminal press, Headset/Handset key. 
Note 1
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
WORK MODE (Multiline Display Terminal)
SET
With no call in progress:
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
Work key LED is dark.
Press Work key. Work key LED flash red at 120 ipm.
Terminal chimes twice. Work key LED flash red at 60 ipm. The terminal displays “WORK” momentarily.
Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.
WORK MODE (Multiline Display Terminal)
SET
With call in progress:
Real Time Statistic screen on MIS PC shows “ACD CALL” with your designation and extension number.
Work key LED is dark.
Press Work key. Work key LED flash red at 120 ipm.
When finished conversing replace handset (if using headset press Headset/Handset key) 
Note 1
Terminal chimes twice. Work key LED flash red at 60 ipm. The terminal displays  “WORK” momentarily.
Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.
WORK MODE (Single Line and Multiline Non Display Terminal)
SET
With no call in progress:
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
Lift handset. If using headset with non display terminal, press Headset/Handset key. 
Note 1
Receive dial tone and dial Work Feature Access Code.
Receive Feature Set Tone.
Replace handset. If using headset with non display terminal, press Headset/Handset key.
 Note 1
Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number. 
						

							APPENDIX A NDA-30094
Page A-4
Revision 1
ACD-MIS TERMNIAL USER GUIDE
WORK MODE (Single Line and Multiline Non Display Terminal)
SET
With call in progress:
“Not Allowed” (If this capability is needed, a Multiline Display Terminal must be used.)
WORK MODE (Multiline Display Terminal)
CANCEL
Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.
Work key LED flash red at 60 ipm.
Press Work key. Work key LED flash red at 120 ipm.
Terminal chimes twice. Work key LED goes dark. The terminal displays “AVA I L A B L E” momentarily.
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
WORK MODE (Single Line and Multiline Non Display Terminal)
CANCEL
Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.
Lift handset. If using headset with non display terminal, press Headset/Handset key. 
Note 1
Receive dial tone and dial Work Feature Access Code.
Receive Feature Set Tone.
Replace handset. If using headset with non display terminal, press Headset/Handset key.
 Note 1
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
LOG OFF (Multiline Display Terminal)
With no call in progress:
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
Log On/Off key LED is green.
Press Log On/Off key. Log On/Off key LED flash red at 120 ipm.
Terminal chimes twice. Log On/Off LED goes dark. The terminal displays “VACANT” momentarily.
Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your extension number.
LOG OFF (Multiline Display Terminal)
With call in progress:
Real Time Statistic screen on MIS PC shows “ACD CALL” with your designation and extension number.
Log On/Off key LED is green.
Press Log On/Off key. Log On/Off key LED flash red at 120 ipm.
When finished conversing, replace handset. If using headset press, Headset/Handset key. 
Note 1
Terminal chimes twice. Log On/Off LED goes dark. The terminal displays “VACANT” momentarily.
Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your designation and extension num-
ber. 
						

							ACD-MIS TERMINAL USER GUIDE
NDA-30094 APPENDIX A
Page A-5
Revision 1 LOG OFF (Single Line and Multiline Non Display Terminal)
With no call in progress:
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
Lift handset. If using headset with non display terminal, press Headset/Handset key. 
Note 1
Receive dial tone and dial Log On/Off Feature Access Code.
Receive Feature Set Tone.
Replace handset. If using headset with non display terminal, press Headset/Handset key. 
Note 1
Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your extension number.
LOG OFF (Single Line and Multiline Non Display Terminal)
With call in progress:
“Not Allowed” (If this capability is needed, a Multiline Display terminal must be used.)
MAKING CALLS
With Real Time Statistic screen on MIS PC showing “AVAILABLE”:
Real Time Statistic screen on MIS PC shows “AVA I L A B L E” with your designation and extension number.
Lift handset and receive dial tone. If using headset with display or non display terminal, press Headset/
Handset key. 
Note 1
Dial desired number.
Converse
Real Time Statistic screen on MIS PC show “AVAILABLE with your designation and extension number.
Note 2
MAKING CALLS
With Real Time Statistic screen on MIS PC showing “BREAK” or “WORK”:
Real Time Statistic screen on MIS PC shows “BREAK” or “WORK” with your designation and extension
number.
Lift handset and receive dial tone. If using headset with display or non display terminal, press Headset/
Handset key. 
Note 1
Dial desired number.
Converse
Real Time Statistic screen on MIS PC show “BREAK” or “WORK” with your designation and extension
number. 
Note 3
Note 1:For headset use, Multiline Terminal must be equipped with a ADA-J Unit and Headset/Handset key must be 
assigned to the Multiline Terminal.
Note 2:When using the Prime Line to make outgoing calls, you will not receive any ACD calls, even though the Real 
Time Statistic screen shows the agent is “AVAILABLE”.
Note 3:Outgoing calls from the agent’s Prime Line have no effect on the Real Time Statistic screen status. 
						

							APPENDIX A NDA-30094
Page A-6
Revision 1
ACD-MIS TERMNIAL USER GUIDE